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Good evening, I registered on 17/2 at the casino, deposited €30, got the deposit bonus, won with the bonus, I gambled all the way up to 2,500 and managed to withdraw the money on 17/2 and 18/2. This is my first withdrawal from this casino. As many times as I tried to identify myself, it wasn't necessary. They told me in the profile as well, and every day I talk to them, they tell me to be patient and you will receive your money... I have sent 2 emails and they still haven't answered me on the 3rd day... Please help me.

Καλησπέρα σας έκανα εγγραφή στις 17/2 στο καζίνο κατέθεσα 30 € πήρα και το μπόνους κατάθεσης έκανα μια νίκη με το μπόνους το τζιραρα όλο τα έφτασα 2.500 και κατάφερα να αποσύρω τα χρήματα στις 17/2 και 18/2..Είναι η πρώτη μου ανάληψη από το καζίνο αυτή όσες φορές προσπάθησα να κάνω ταυτοποίηση δεν χρειάστηκε μου λέγανε και στο προφίλ επίσης και κάθε μέρα που μιλάω μαζί τους μου λένε υπομονή και θα λάβετε τα χρήματα σας...Έχω στείλει 2 mail και ακόμα δεν μου έχουν απαντήσει 3η μέρα...Σας παρακαλώ βοηθήστε με.

Dear Alone1989,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Dominika

I should note that I won with the first deposit bonus and managed to cash it all out and reach net profits of €2,500 with a maximum withdrawal of €4 as I carefully read all the terms and did not exceed the withdrawal limit.. nevertheless, the €1,000 remained and I withdrew the rest, I lost it... So there are 2 withdrawals from the 17th and 18th of the month and I'm still waiting... I have all the photos of the conversations and please invite the casino to give a clear answer when I will be paid... I have sent them 3 emails and they have not given any answer... Thank you.

Να σημειώσω ότι κέρδισα με το μπόνους πρώτης κατάθεσης και έφτασα να τα τζιραρω όλα και να φτάσω καθαρά κέρδη 2.500€ με μέγιστο πάτημα 4 ευρώ καθώς διάβασα προσεχτικά τους όρους όλους και δεν υπαρβηκα το όριο του πατήματος.. παρόλα αυτά τα 1000€ μείνανε και απέσυρα τα άλλα τα έχασα...Οπότε είναι 2 αναλήψεις απο 17 και 18 του μήνα και ακόμα αναμένω...Έχω ολες τις φωτογραφίες συνομιλιών και παρακαλώ πολύ να προσκαλέσετε το καζίνο να δώσει μια σαφή απάντηση πότε θα πληρωθω...Τους έχω στείλει 3 Μάιλ και καμία απάντηση δεν έχουν δώσει... Ευχαριστώ.

Honorable Guru, today is mathematically the 15th day and as you can see, after communicating in the chat, nothing has changed yet... I would like you to call the casino to give an answer about all this.

Αξιότιμο Guru σήμερα μαθηματικά είναι η 15μερα και όπως καταλαβαίνετε μετά από επικοινωνία στο τσατ ακόμα δεν έχει αλλάξει τίποτα...Θα ήθελα να καλέσετε το καζίνο να δώσει μια απάντηση για όλο αυτό.

I can confirm that I received the first withdrawal of 500 which was on 17/2 and another one is pending which is on 18/2.

Μπορώ να επιβεβαιώσω ότι έλαβα την πρώτη ανάληψη των 500 που ήταν στις 17/2 και εκκρεμεί άλλη μια που είναι στις 18/2 να λάβω.

Dear Casino Guru, I received all the payments, you can close the case, thanks for the help!!

Αγαπητό Casino Guru έλαβα όλες τις πληρωμές μπορείς να κλείσεις την υπόθεση ευχαριστώ για την βοήθεια !!

Dear Alone1989,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru